Cx Operation Lead

2 days ago

Tampines, Singapore Woosa Sleep Full time

We are seeking a **Customer Experience & Operations Lead** to elevate our customer interactions by refining service standards, optimizing processes, and managing our internal knowledge base.

**Role Overview**

**Key Responsibilities**

**Service Standards Development & Oversight**
- Define and implement customer service standards aligned with Woosa's brand values.
- Monitor and evaluate customer interactions to ensure adherence to established standards.
- Provide training and resources to the customer service team to maintain high-quality service delivery.
- Establish clear service standards: tone of voice, response structure, resolution expectations, escalation protocols
- Conduct regular audits, transcript reviews, and QA feedback sessions to reinforce excellence

**Process Optimization**
- Analyze existing customer service processes to identify areas for improvement.
- Collaborate with cross-functional teams to streamline workflows and enhance efficiency.
- Implement best practices to reduce response times and improve customer satisfaction.
- Audit, build, and streamline SOPs for all customer-facing processes

**Knowledge Management**
- Own, maintain and update our knowledge database with accurate and comprehensive information, including customer service process, product details, FAQs, shipping and logistics information, and retail processes.
- Ensure the knowledge base is easily accessible and user-friendly for internal teams.
- Coordinate with various departments to gather and disseminate relevant information promptly.

**Customer Journey Enhancement**
- Map the customer journey from pre-sales to post-sales to identify pain points and opportunities for improvement.
- Develop strategies to enhance the customer experience at each stage of the journey.
- Implement feedback mechanisms to gather customer insights and inform service enhancements.
- Analyze behavior and common pain points to design better engagement flows and reduce friction.
- Lead initiatives that proactively guide and support customers

**Team Leadership & Development**
- Lead, mentor, and support the customer service team to achieve performance goals.
- Conduct regular training sessions to upskill team members and promote professional growth.
- Foster a customer-centric culture within the team.
- Champion a service mindset across the company, helping other departments understand the impact of customer communication

**Qualifications**
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum of 4-5 years of experience in customer service or customer experience roles, preferably in e-commerce or DTC environments.
- Proven experience in developing and implementing customer service standards and processes.
- Strong leadership skills with the ability to manage and develop a high-performing team.
- Excellent communication and interpersonal skills.
- Proficiency in using customer service platforms, such as SleekFlow, and knowledge management systems like GuruSoft.
- Analytical mindset with the ability to interpret data and make informed decisions.

Pay: $4,500.00 - $5,500.00 per month

**Benefits**:

- Employee discount
- Health insurance

Schedule:

- Monday to Friday
- Weekend availability

Supplemental Pay:

- 13th month salary
- Performance bonus
- Yearly bonus

Work Location: In person

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